Verizon
Reviews and Complaints

14 months ago I traded in my iPhone 6 to get an iPhone 7 plus. I was supposed to get $27.08 credit on my account every month for 24 months. Unfortunately I lost my iPhone 7plus after a couple months. So I was very excited when iPhone X came out. Of course, on the very first hour, I ordered one on Verizon. Everything was fine, I chose to pay my device in 24 months. At the time, I was on my 14th out of 24 payments of my iPhone 7 plus. To get in the new payment plan, I had to pay my iPhone 7 plus in full. Nothing sounds suspicious there, so I paid off my iPhone 7 plus, and started my payment for the new iPhone x. However, after 1 and half month, I realized that the $27.08 credit just disappeared on my bill! I just chatted with 2 customer representatives tonight. Both of them told me, to get the credit, I have to stay in the payment plan for iPhone 7 plus. Which means, when I bought it off, and paid for the whole price for iPhone 7plus, I am no longer in the payment plan, so my credit will terminate since then. I asked if there's anything I could do to get back to my plan, because I wasn't told that buying an iPhone x from Verizon would cause me to lose my credit, which worths $270! Then, I was told that I can only reverse to the plan within the first 14 days after I activated my new phone. I was like... are you serious? I wasn't informed that I would lose my credit at the time of my purchase, and I wouldn't have had my new bill ready within 14 days. Which mean, there's no way I could know about his within 14 days after I activated my new phone, and there's no way I can get my credit back! Think about it in another way, if only Verizon notified me at the time of my purchase, that I would lose this credit, I would have kept my old payment plan for iPhone 7plus and just buy an iPhone x from Apple! Isn't that idiotic? So what I paid for my new iPhone X is : $999 (spread out for 24 months)+$270 (10 months trade in credit). Verizon told me, yes, that's fair, that's the "agreement" we had. I feel like I was being fooled by Verizon. There's no way any one would have agreed to this price, if he/she knows about it. Verizon fooled me by not sharing this information with me at the time of my purchase, and leaving no way for me to find out within 14 days, which is the time frame for me to go back to my original plan.

I recently purchased a new pixel phone and IPad from the Verizon Wireless store located at 3737 Murphy Canyon Rd Suite B, San Diego. With the $1, 000+ purchase the salesman, Troy, offered a free screen protector for the phone. I was told they were currently out of stock, but to return in a few days when the next shipment was to arrive. Four days later I returned, but was told they were still out of stock. I returned about a week later and was told again, they were out of stock.
I return today, Troy was not working, and the store manager informed me that while they now have the screen protector in stock, I would be required to PURCHASE the item and they refused to honor their promised accessory. After four return trips to be told they would not fulfill their agreement left me with a foul taste for Verizon and I'm now stuck for the next two years. What I learned from this bad experience is never take the word of this retailer and always get it in writing.

Came home from work on 11/20 and the cable/Internet were out at the house. I tried toubleshooting the problem through the to and nothing worked. We then called verizon and they tried to walk us step by step through fixing the problem. It was determined that the problem was with the verizon box and that a tech would need to look at it. This was 5pm on a Monday night. We were told that a tech was unavailable to come and look till Wed. Between 8-10am. We let them know that this is an inconvenience in that we do side work from home that requires the Internet and that Wed. Morning is a hassle because we would need to take time off from work to be there. We stated that we would be home all night and Tuesday night as well so, if someone could come then that would be great. Again we were told that all techs were busy and the soonest we would be seen could be Wed. My boyfriend stated that he thinks its ridiculous that the tech are out serving the new customers installing cable yet, can't take the time to help existing customers. The supervisor on the phone told him that it's all about the new accounts and he was sorry but, it's the way things "worked". We pay our bills on time and yet because we are not new we have to wait 2 days in order to have a problem we did not cause fixed. Also, when we stated that we were not paying the full bill for the month because we are not receiving the service we pay for they said we would have to wait for the bill to come then call and dispute it. I am completely dissatisfied with verizon. I made a switch a few years ago and may be making another if this is the service we are going to get when there is a problem. Also, I promised the supervisor I spoke with that I would take my experience to social media and I made good on that promise. This way new customers know that once they aren't new anymore that they are going to be irrelevant and their problems will be placed on the back burner.

Hello Verizon,

Your commercials with Thomas Middleditch are quite possibly the most annoying commercials that have aired in the last decade. After watching them repeatedly during Sunday Football commercial breaks, I have never been closer to cancelling all of your services and products, and switching to another provider. I genuinely hope your creative department will produce greater quality content soon. Your legal department should also look to ending any contract with Thomas immediately. If some changes aren't made in a timely manner, unfortunately I do not see how I can continue being a loyal customer with Verizon.

Regards,
Disappointed Customer

I have talked to customer service three times to rectify a billing error. It was explained to me that my contract ran out. I asked why no notifications and was told they could re-do my contract. It is now approximately $105 and I am fine with that, as I have been a customer over 3 years. I was told I did not have to pay the $27 that was charged without my knowledge twice. A third call revealed you had no intention of taking the $27 off and I am not happy. My next call Monday is to the attorney generals office to file a complaint. Please review and respond appropriately. Thanks Robert Walsh

About 1 1/2 years ago Fios became available in our area. Previously our area was only serviced by a small cable organization (with excellent service) with limited channels. Most of the residents had ( and most still do) satellite service. We chose to go with Verizon. It has been a nightmare. Very poor installation, cable and internet not better than what our former provider offered - despite their claims of improved connectivity. All that aside, by far the worst is the company LACK OF RESPECT FOR THE CUSTOMER. For a communications company, it has no concept of how to communicate. The automated system is extremely poorly designed, does not offer proper cues,
always directs customer to the Philippines which always has to redirect the call - endless process circling round and round.
Every aspect of this company is a failure. The stores are filled with employees lacking sufficient knowledge of their products and don't care, expect customers to buy because of who the company is - well, the company is a failure. No one is accountable for anything. Its impossible to reach anyone with knowledge - its amazing that no one as an organizational chart of their own company. The company does not provide a directory to its customers allowing them to target the specific concern, only generic #s that create additional anger. No customer is comforted with "I understand"- do you? Do you understand being put on hold for almost 2 hours? And the response is "I'm sorry"! Really how sorry are you? To have the automated system direct your inquires to a website is obscured when YOU DO NOT HAVE ACCESS TO THE INTERNET.
Verizon need to learn how to communicate and delete the word "Communications" from its logo.
When will VERIZON be held accountable for its lack of service - it suppose to providing a service. Their customers deserve refunds for the lack of support they receive.
I am asked all the time by neighbors and people in my area if like Fios and Verizon, I respond "keep you the cable company you have much better company." If they have satellite, keep it - Verizon is a Nightmare.

I currently have Verzion FIOS triple play services. As of last month, some of promised discounts were cancelled which had ended up raising our monthly bill significantly higher. I tried to resolve the issue through customer service rep and their manager, who had very unprofessional with talked down attitude towards customers and it got to the point that we had to disconnect the phone. I would appreciate if someone can call us to resolve this issue.

I visited main Verizon Office in Modesto. As per 1 lady (Customer Service Agent) and She informed me that I need to pay 15$ for international call to India. Afterwards, I agreed and took this plan. Suddenly, One day I received call from customer service about the disconnection of my line but without my consent they ceased and without any reminder call and warning alert. As I am a businessman and a transporter it really effect my work. Now my current bill is too high. I was a good customer since two years and was paying my bills on regular basis. I was literally harassed by this incident. Whenever I am calling to register complaint they are always transferring calls further.
After disconnection 1ST email I received that was on July 10, 2017 =18, 701$. My concern is that why they waited for this much time. Why I didn't get any reminder. Earlier they were disconnecting after 600$. Why I didn't get informed.

In January 2016 I purchase a LG V10 phone for $700.00. I pay monthly payments for two years. In April 2016, my phone froze and was not fixable. First I took my phone into Version shop. The nice man told me that he could put me in a new model. All I had to do was pay off the nine months left on my contract and then sign a new two year contract. Obviously I was not pleased. When I returned home, I pulled up the verizon web site and found they had stoped selling that phone. When I called, I told the service rep I wanted a new phone and she td
told me she could not do that. Since I needed the phone, I took another LG V10. Three months later when I was hospitalized for a week the phone would no longer connect with Verizon. My son took it too a verizon near the hospital but the could not fix it. Now, the phone has locked up 2 or 3 times. I had to reboot mannuly. This is beyond redicules.
At this point you can either send me a new model that works at no charge or refund the entire cost. If you refund, I will go to another provider. If you don't I will file a claim to the Better business bureau. I have been with Verizon for years and I am very disappointed. If I get a response, I will be surprised since I tried to resolve online in July. Please advise.

At 10pm last night my entire FIOS service suddenly went out while watching my highly anticipated football game. For Three hours I was on the phone with FIOS customer service trouble shooting and then absolutely begging them to send an agent to fix it the next day. The customer service agent promised he would compensate me in some way after my service was restored and that he would call me between 4-5p the next day.
I received a text in the morning that an agent would be by between 12-4p and would call 30 prior to arrival. I had to take a half a day off from work and loose $250 in pay. The agents came and determined that the main huge power box lost power and died. It would need to be completely replaced. So, I had to wait in my apartment for 3.5hrs, while this was installed, as the phone agents they had to contact for activation kept messing up. Honestly, these two agents were very nice and trying to do the right thing.
The customer service agent did not call back, as promised at 4-5p. Instead he called at 8:30pm on a Friday night. Again kept me on the phone forever and offered me $7.50! That's it! I laughed because what a joke Verizon has become. My system goes down at zero fault of my own, I take a half day from work and loose $250, loose an entire beautiful afternoon and instead of showing appreciation for a very long standing customer, (I am the one that brought FIOS into my huge Manhattan appt building), they offer $7.50 for the days lost service. No temporary free premium access or increase in speed. ZERO!
The obviously do not care about their customers at all. I even told the agent that given this poor care I would likely switch to the fabulous new Youtube service, which now I fully intend to do even with a charge for breaking my contract.
FIOS has the WORST customer service I have ever seen. No reason at all to stay with them when better carries are offering better service at a quarter of the cost.

My bundle bill went from $122.98 a month to $190 a month on July 19, 2017. I contacted Verizon four times (7/10, 7/19, 8/17 and 8/19) to resolve this ridiculous increase and each time the agent advised that they would provide various credits to reduce my bill to approximately $133 a month. On 8/19, they charged me $96.58 (so it seemed that between the $190 and $96.58 - my bill averaged out to $143.29 for July and August). Still this bill was $10 more than what they advised me they would credit my account. On 9/19, I got charged for $165. I called again, the fifth time, on 10/17, to explain that I was due a credit to reduce my balance to what I thought would be $133 a month. I was advised by the customer service rep and her supervisor (Ms. Brown) that there was no documentation in my account regarding the above conversations and reduction of my bill (which seems strange since all the other four conversations I had with Verizon did acknowledge my prior conversations with customer service) and also that my contract had expired and no credit was due. Ms. Brown advised that I could renew for another two years at a cost of approximately $177. I then advise that I would like to cancel service, but then was told that I would be subject to a $60 early termination fee. I questioned how that could be if my contract expired? Also, since Verizon significantly changed the cost of my service, it would appear that a consumer would have the right, free of charge, to cancel one's service. The significant increases in the cost of the service, the misrepresenations made, along with the long wait time, is unacceptable.

my name is Kings, and our restaurant called Great Chow and the account number is [protected], we were very stressful on Saturday on 10/14/2017, our phone systems 10lines with Verizon was suddenly shut down by you guys without any notice and it was not because the past due and I always pay on time, the issue is someone shut down our phone line by error or mistake, and we are Chinese take out restaurant and 10 lines with Verizon means I get a lot of take out order from the phone call everyday and especially on Saturday. I tried to call you guys to fix the phone system and no one can HELP until Sunday Morning. Last night, we lost a lot of customers and lost a lot of money because we are down of all phone lines from Verizon. I am wondering your company will compensate all the lost or we have to resolve the issues, error and mistake made by your company legally from our in house lawyer or your company will do something to my restaurant. We are just a small business and we cannot afford to lose any take out order from the phone call. I hope you can give me an answer. my restaurant is your loyalty customer for more than 10 year and I am sure you don't want to lose us and make us switch all phone line, and internet line to Comcast.

Please let me know what your company can do to compensate the error and mistake made by your company, please feel free to call my cell phone as [protected] to resolve the problem.

thanks for your time

best regards,

Kings lam

General Manager

Great chow 18

497 Bedford street, Abington, MA 02351

TEL:[protected]( VERIZON)

CELL: [protected]

FAX: [protected]( VERIZON)

We decided to sign up for Fios internet because we were frustrated with Comcast. We didn't realize at the time that they didn't have fiber-optics set up in our area, so it just ended up being crappy wifi and we cancelled in less than a week. They told us over the phone not to worry about it, and that they wouldn't charge us since we had cancelled within 30 days. We never got a bill, either, so we believed them.

Fast forward 5 months and we got a bill from a collections agency for nearly $200 on behalf of Fios. We immediately called Fios again to find out what was going on. They told us they had no idea what collections was talking about, and that we didn't owe anything. So we left it with the letter of dispute and the collections agency never contacted us again.

Fast forward 4 months, we get another letter from a DIFFERENT collections agency. I assumed the first agency had sold our account to a different agency. I send another letter of dispute. Then, just to be sure, I contacted Fios again, mostly because I wanted it on record that I had called. This time, Fios said that we DID owe money. That most likely because the collections agency owned our account before, that's why it didn't show up in their system the first time (which is total BS). She decreased the amount we owed, since we had returned the equipment (which hadn't showed up on our bill) but still charged me over $100 for terrible internet that didn't work.

I am severely disappointed. I had hoped that Verizon would be a better company than Comcast--I have heard good things from other customers. When originally they told us we didn't owe, I was so happy we decided that as soon as we moved into an area with good Fios (or they upgraded our area) we would switch immediately. Now, I'm definitely not. Comcast may over charge and have terrible service, but they've never billed us for money we didn't owe and forced us to pay (or it affects our credit score and sanity).

We have an expensive Verizon FIOS package. When we purchased the plan, the TV lineup included our local affiliate WBOC which covers CBS and FOX. We were advised that these channels are no longer included due to a contract issue. Today is football Sunday and NO coverage of NFL games is available to us. We are MAD. How can they continue to charge their exorbitant fees and delete major networks from their coverage?!

They gave me a hard runaround last night. What a mess, people!
At first, it took them 30 minutes to simply pick up the phone and 40 minutes more to do something about my problem. Verizon, why do you hire stupid people? I had to explain my issue several times before they finally understood what I wanted from them. No, I am sure I explained them in simple words without using special technical terms or whatever may seem tough for understanding. No, I'm an ordinary person with a simple issue that would normally take 5 minutes to be resolved.
You're seriously in need of staff, guys.

I have a Verizon Hot Spot. Last month, I dropped my plan from $50 to $30. This month's bill is for $50. I tried to speak with customer service to correct error and pay but my account is unable to be accessed because I don't remember pin #. Didn't really know I had one because I don't 'do' Verizon online. I tried to register my account, I kept getting error messages at what I was entering then it locked me out. I called customer service back to see if they could assist further but I was told that I wouldn't get the code anyway bc it was a Hot Spot? That I would have to physically go to a store w my drivers license? I'm sorry but I won't be inconveniencing myself to that degree. Ridiculous! No security questions, nothing? I've got more important things to worry about than a Verizon pin! I'll be willing to pay my bill when someone can speak to me and I can pay the correct amount! Until then consider my service canceled and please don't bother me with late notices and collections bc paying my obligation is not the problem, your services are the problem! I appreciate security but this goes too far in inconveniencing your customers. Thank you.

Hello,

I have had consistently bad customer service throughout the years that I have been a customer. Today is no exception. I try to order an upgraded package so that I can obtain the ESPN2 channel. I thought I had ordered it and I had submitted my order online while I was on the phone with the customer service representative who told me once I submit it it would take about five Or 10 minutes for me to receive the channel. Well ironically we were cut off after I hit submit but I thought everything had gone through so I waited about 20 minutes and the New channel was still not on I called back to find out that the order was never submitted. I was also lied to and told that once I submitted my request you would only take a few minutes for the TV channel to appear. Once I spoke with three people the truth actually came out that my order was not submitted and it actually could take hours before the TV channel appeared. I was extremely with the way things were handled and I when I asked to speak to a supervisor name Alice she was extremely unhelpful. My order did not go through after spending about 45 minutes on the phone with the customer service representative and I had to make two additional phone calls and be transferred to a supervisor to find out that nothing was changed and I was not going to be able to watch the football game that I was hoping to watch today. I ended up with exactly what I had when I first started this dialogue with Verizon two hours prior. The customer service representative should've contacted me immediately once he disconnected me as he has my phone number because I am a Verizon customer and even confirmed the phone number that I was calling from. I had no idea that the order did not go through after spending about 45 minutes on the phone with the person and going to my email and submitting my order. I am extremely disappointed in the unprofessional and terrible customer service that I received. I asked for compensation and at least some credit on my account due to this lack of Service and was told that I was not going to be able to receive any compensation. I also did not get the additional channels that I requested when I tried to upgrade my package so I am now with the original channels that I had before. This whole process took two hours for absolutely nothing. I would appreciate a phone call and at least an apology for the terrible experience that I had today. This would not be so bad if it wasn't every single time that I called I did not have a bad experience. Verizon you really need to train your employees better then start providing better customer service for the fees that you charge for your service. I was a customer trying to purchase additional items from your company and was unable to do so so not only are you losing business but if I certainly have a choice You would be losing a customer.

Verizon is a terrible company. I have the triple play package with Verizon. It is impossible to get anyone to answer the telephone. I called customer service for 2 weeks and wait for over 2 hours on the phone and no one answers. I leave my number and no one returns my phone call. You treat customers horrible. I have a problem with my bill and cannot get any assistance. I am so unhappy and displeased with your company. Please call me and help me. Verizon is a horrible company and does not help me. Please call me at [protected] and help me.

Recently, I finished an agonizing, disheartening and deceitful experience with Verizon installation. I would warn anyone considering switching to their business digital voice to steer clear of Verizon at all costs.

I ordered a system of three weeks and let them pick the day of installation. The tech showed up and said he had a problem with a fios conduit and would have to come back. He indicated that he could be back in a couple of days. However, Verizon put that off for another 8 or 9 days until 8/31/2017. They indicated onsite that installation would take 7 hours. I got the notice which now indicated they would come after 1:30. I called them and said I needed that changed since I wanted it installed completely on that day. They changed it to 8:30.

On August 29, 2017, I received a call from a tech confirming the appt.

On August 31, 2017 I arrived at the office early to meet the tech. By 10 o'clock, no one had arrived and so I went to check status. Status indicated that appt. was cancelled and advised me to reschedule.

No one had contacted me personally, by phone, email or otherwise, to advise of the cancellation even though I was now 3 weeks post order.

I called Verizon and the rep indicated that it was some "JEPP" computer notation that caused the cancellation. He was professional but I indicated that I wanted the installation done that day. He advised that Verizon local dispatch was going to call me to advise of when that day they would arrive. I advised him that the estimate on site was 7 hours. I also indicated that I was not appreciative of the fact that I didn't get the courtesy of a phone call.

Well, an hour and a half later, dispatch had still not called. I called Verizon back. I spoke to a nice lady in the business office who said she would contact dispatch and get right back to me. 45 minutes later, still no call.

So I called and cancelled. For a purchase that was going to cost several hundred in upfront charges and $6000 or more per year in service fees, I expected a little more professional customer service. I went to Verizon to have one carrier for VOIP, phone and FIOS. Well, even Comcast is more professional.

If you are considering Verizon for your business needs (we are a law office), RUN, don't walk, AWAY.

On 8/14/17 I walked into a Verizon store in Mission Viejo, Ca at The Shops at Mission Viejo. I went in because my Galaxy S6 was having problems charging. I walked up to the front and Riley Straghalis (assistant manager apparently) had his head down and was either asleep or watching a video on his phone so I startled him when I spoke up. He told me the S6 had problems charging frequently so I could get a refurbished phone or upgrade. I decided to upgrade when he told me he could decrease my monthly bill by about $25 and I would get a free tablet. He never once got off his chair to help me look at the phones or offer assistance. After leaving I looked at my bill and my new monthly bill was actually going to be $20 more, not $25 less. I decided to transfer service to at&t. When I went back into the store to return my phone and accessories (8/27/17), there were 3 gentlemen working. One named Andrew who was assisting another customer and 2 others. The one to help me initially was an African American man whose name I do not remember. He was helpful and apologetic, however when he finally realized I would not resume my account with Verizon he left and went on break to leave me with an employee who was either training or brand new. I do not know his name, the name on my receipt says Andrew Raya, however he was not really involved, he only helped the trainee a little. I was told to be able to return the products I would have to "port" my number from at&t before I could get the refund. This whole process took about 4 hours. And I had to pay $100 restocking fee, so when the returns were processed I ended up owing them money! Also, the guy at at&t told me they had the option to waive the restocking fee and should have done so.

Additionally, I recently split my line off from another account. I was told my bill would be $85 per month. However, month after month I was repeatedly charged about $140. When I called customer service to ask why I was being charged so much, the representative gave me about 3-4 vague answers. The final time when I said I still don't understand where these charges are coming from, she said "oh, me either, let me put you on hold". I never got a sufficient answer. When I went into Verizon today (8/27/27) the first gentleman I spoke to also did not understand why my bill was so high. He calculated it and confirmed his total with customer service on the phone. He said I should be paying about $95 per month and didn't understand why I was being charged $160 either. He also said if I decided to come back to Verizon he would ensure that I only pay the $95 per month. So it makes no sense way I have been charged so much. I feel like I am entitled to a refund to make up the difference of my overpaying since 5/29/17, which is the day I split off my line. From May to August I was charged $568.60. While I should have been charged $380. The difference which I am requesting is $188.60, plus an additional $100 for the restocking fee that should have been waived due to the inconvenience and incompetence of the staff, which comes out to $288.60. I have been a loyal Verizon customer for years and I have always had great experiences, so it bothers me to leave the company on such a sour note. Please let me know if you have questions or need further information. Thank you.